Complaints

This profile includes complaints for Nelnet - National Educational Loan Network's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Nelnet - National Educational Loan Network has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Nelnet - National Educational Loan Network

  121 S 13th St # 201 Lincoln, NE 68508-1911

  
• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

• 

  Great Lakes Educational Loan Services, Inc.

  2401 International Ln Madison, WI 53704

• 

  NelNet Corporation

  8425 Woodfield Crossing Boulevard #401 Indianapolis, IN 46240

• 

  Nelnet, Inc.

  6420 Southpoint Pkwy Jacksonville, FL 32216

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am currently incarcerated, and have been since 2005. My release date is not until 2029. Interest has been accruing the entire time. I am unable to make payments given my circumstances and would like the amount I owe to be adjusted retroactively to August 2005 until I am released.

  

  Business Response

  Date: 04/11/2025

  Pertaining to **** ******* federal student loan account we reviewed their concerns and provide the attached response. Your concern, as we understand it, is you are currently incarcerated, and have been since 2005. Your release date is not until 2029. You state that interest has been accruing the entire time and you are unable to make payments given your circumstances. You’re asking us to adjust the amount you owe retroactively to August 2005. Federal student loans are simple interest loans; meaning, interest accrues daily based on the current principal balance and interest rate. We use the following calculation to determine the amount of interest that accrues each day: Unpaid principal X interest rate / 365.25 (days in current year)

  Customer Answer

  Date: 04/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a cosigner on my sons student loan. Without Nelnet telling us the payments went up, they destroyed my credit and my daughters credit. All payments show they are on time. I had no idea I even had a student loan for my son because I was denied. My daughter co signed for him, but the loan is in my name. Nelnet has got to fix this. It is impossible to get a hold of them. My daughter will file a complaint too. You cannot blow off letting us know payments have increased, and then just ruining our credit. This is illegal.

  

  Business Response

  Date: 04/04/2025

  Pertaining to John Liston's federal student loan account, we reviewed their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
  your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of
  Education (ED), we service your federal student loans. We take your concerns seriously and
  appreciate the opportunity to respond.
  Your concern, as we understand it, is you state that you are a cosigner on your sons loans and due
  to your payments going up, it has affected your credit. You also state that you were not aware that
  you took out loans for your son. You are asking us to make a correction to your credit report.
  If someone unlawfully used your identity without permission to take out federal student loans, we
  require some information from you to initiate an investigation. 
  

• Initial Complaint

  Date:03/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My school loans were sold without me knowing then they reported me 90 days late. I’m enrolled in school, and now that they did this they knocked my credit down 200 points. I was unaware of this until my mortgage lender made me aware of this.

  

  Business Response

  Date: 04/02/2025

  Pertaining to ******** ******* federal student loan account, we reviewed their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of Education (ED), we service your federal student loans. We take your concerns seriously and appreciate the opportunity to respond. Your concern, as we understand it, is your school loans were sold without your knowledge and then were reported 90-days late on your credit report. You state that you are enrolled in school. You’re asking us to remove the late payment from your credit report. ED authorized the transfer of your federal student loans from Great Lakes Educational Loan Services, Inc. to Nelnet, effective January 17, 2023. We’ve enclosed a copy of the January 26, 2023, welcome email for your records. At the direction of ED, all federal student loans were placed in forbearance due to the COVID-19 national emergency from March 13, 2020, through August 31, 2023. When your loans returned to repayment in September 2023, they were eligible for ED’s on-ramp benefits. To help borrowers successfully return to repayment in October 2023, ED created a temporary on-ramp period through September 30, 2024. This 12-month on-ramp period protected borrowers from the worst consequences of missed, late, or partial payments, including no negative credit reporting for delinquent payments, and an automatic administrative forbearance after 90 days of delinquency to bring the account up to date. On-ramp protections ended on September 30, 2024. Our records show you received the automatic on-ramp forbearance on January 3, 2024, May 3, 2024, and September 3, 2024. We’ve enclosed a copy of your deferment/forbearance history for your records

• Initial Complaint

  Date:03/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally request the removal of late payments reported on my credit file for my student loan account. Unfortunately, I was unaware of my payment obligations due to outdated contact information in the systems of Nelnet and FAFSA. As a result, I did not receive notifications regarding my due dates, leading to missed payments. As soon as I became aware of the issue, I promptly updated my contact information and took the necessary steps to bring my account current. I have since ensured that all future communications regarding my loan are properly received. Given that this was an unintentional oversight and not a reflection of my willingness or ability to pay, I respectfully request a goodwill adjustment to remove the late payments from my credit report. I understand the importance of maintaining a positive payment history, and I remain committed to fulfilling my student loan obligations responsibly. Removing these late payments would greatly assist in improving my credit standing and financial stability. I appreciate your time and consideration of this request. Please let me know if you need any additional information to facilitate this process. I look forward to your positive response.

  

  Business Response

  Date: 04/02/2025

  Pertaining to ******* ********** federal student loan account, we reviewed their concerns and provide the attached response.At the direction of ED, all federal student loans were placed in forbearance due to the COVID-19
  national emergency from March 13, 2020, through August 31, 2023. When your loans returned to
  repayment in September 2023, they were eligible for ED’s on-ramp benefits. To help borrowers
  successfully return to repayment in October 2023, ED created a temporary on-ramp period through
  September 30, 2024. This 12-month on-ramp period protected borrowers from the worst
  consequences of missed, late, or partial payments, including no negative credit reporting for
  delinquent payments, and an automatic administrative forbearance after 90 days of delinquency to
  bring the account up to date. On-ramp protections ended on September 30, 2024.

• Initial Complaint

  Date:03/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nelnet reported to the credit bureau that I am 120 days late on a Student Loan Payment. They had claimed they had reached out to me "multiple times" since October 2024 even though I do not have any missed calls or voicemails from them. Also, they do not have my email on file so they could not send me an email to confirm this. They claimed that they went "above and beyond" on communicating my loan information to me. As a result, this has dropped my credit score over 180 points. If you search online, you will see millions of young Americans are "delinquent" on their student loan payments, per CNBC. Are these people even aware of the student loan payments that they are missing? This is extremely concerning!

  

  Business Response

  Date: 03/29/2025

  Pertaining to **** ********‘s federal student loan account we reviewed their concerns and provide the attached response. Your concern, as we understand it, is that Nelnet reported to the consumer reporting agencies that
  you are 120 days late on a student loan payment. We indicated that we had reached out multiple
  times since October 2024, but you had no missed calls. You’re asking us to correct your credit
  report.

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a formal complaint in regards to regarding the unauthorized access and breach of my educational records, financial aid data, and IRS tax information by the U.S. Department of Education (DOE) and the Department of Governmental Entities (DOGE). The breach constitutes a direct violation of the Family Educational Rights and Privacy Act (FERPA) and Title IV regulations, as well as an egregious violation of my personal privacy and financial security. I recently discovered that my sensitive and legally protected records were accessed and potentially shared without my consent. This includes but is not limited to: 1. My academic records and personally identifiable information (PII). 2. My Free Application for Federal Student Aid (FAFSA) data, including financial aid history and loan information. 3. My IRS tax transcripts, which were obtained and used without proper authorization. These actions violate my rights under FERPA (20 U.S.C. § 1232g; 34 CFR Part 99), which grants me the right to control access to my educational records, as well as Title IV of the Higher Education Act, which governs the use and protection of federal student aid information. Nelnet's response to the complaint failed to acknowledge the breach of contract that resulted from their inability to protect my sensitive data along with other failures to address my concerns. Under the principle of equitable estoppel, Nelnet’s negligence in safeguarding my personal information undermines the integrity of the loan agreement. It is unreasonable to enforce loan repayment under these circumstances, especially when the servicer has not acted in good faith. I have attached the complaint in its entirety, their response and failure to address my concerns, and my response as a result.

  

  Business Response

  Date: 03/28/2025

  Pertaining to ***** *****' federal student loan account, we reviewed their concerns and provided the attached response.
  We are writing in response to the inquiry you submitted to the Consumer Financial Protection Bureau regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of Education (ED), we service your federal student loans. We take your concerns seriously and appreciate the opportunity to respond.
  Your concern, as we understand it, is you believe your educational records and other personal data were compromised due to unauthorized access to your records. You are concerned about the impact to your privacy. You are requesting a formal investigation and for your federal student loans to be discharged.
  Nelnet, as a contractor to ED, is committed to adhering to all applicable laws and regulations concerning the management of customer data. Nelnet has not engaged in any activities that would expose data through unauthorized or unlawful means. We are contractually obligated to comply with federal government and ED record retentions laws and standards, including the Privacy Act of 1974. Nelnet, as a contracted entity, is not permitted to copy, delete, archive, or transfer borrower data without the prior written consent from ED. Such consent is granted only when lawful and necessary.
  Regarding loan discharge and forgiveness, Nelnet is authorized to discharge or forgive loans only under programs established by statute and the regulations thereof, and only when a borrower meets all program requirements as validated by ED. To learn more about current student loan discharge and forgiveness programs, please visit ***************************************************** ****** **** **** *** ******* *** ** **** ******* *** *********** ************ *** ************* ** ******** *********** ** ******* ********* ************ *** ****** *********** ****** *** ******* *** ******* ** ******** ** ******* *** ******* ** ******* ********* ******* *** ****** ******** ******* ****** ********* ***** ******** ***** **** ******* ********* ** **** *********** ********* *** ********* ********** ******* ******** ******* ******** ********** *** *********** ******* ***** *** ** ******* ***********
  

  Customer Answer

  Date: 03/29/2025

  ******** ******** ** ******** ******** * *** ********* ********** ********

  
  Dear Better Business Bureau,
  I am rejecting Nelnet’s response because it fails to address the core issues I raised, and I urge the Better Business Bureau to conduct a more thorough investigation.

  
  Failure to Address Unauthorized Access and Breach of Contract
  Nelnet has not provided any evidence that a comprehensive investigation was conducted regarding the unauthorized access and breach of my sensitive data. I have not received a detailed explanation of how my information was compromised, who accessed it, or what corrective actions have been taken to prevent further breaches.

  
  My primary concern remains the breach of contract. As a loan servicer, Nelnet has a legal obligation to safeguard my personal and financial data. Their negligence in doing so has directly impacted my contractual obligations. Under the principle of equitable estoppel, it is unjust to enforce loan repayment when Nelnet has failed to act in good faith and uphold their responsibilities.

  
  *********** *** ********* ** *** **** ********* ******** ******* **** ************* ********** *** ********* ** *** **** ********* ** *** ********* ***** ******* ** ****** *********** ************ ******** ******* **** ** * **** ******** ** ** ******* ******** *********** *** ****** ******** ************ ** ******* ** ******* *** ******* **** ********* **** ***** ************ *** ***** *** ******** ********* ** *** **** ********** ****** ** **** ***** *** **** ******** ***** ******** ******* ** ******* ******** ** **** ***** *** **** ******** ******** ******* ** **** *************** **** ** ************* *** ******* ** ******** *********** *** ****** ********** * ****** ** **** ********* ********* **** *** ***** *** ** ******** *********** ** ******** *** ********* *********** *** **** ******** ******* ** ** **** ** ******** ***** *** ********* ***** **** ***** ****** *** *** * ********* ** *** ******** **** ********** ****** *********** ** **** ********** ********* **** ********* ******* ********** *** ****** ******* * ********* ** ****** *** ********* ********** ******** ******* ** ******* ** ******** *** ********* *********** *********** * ****** ** ***** ******* *********** ************ *** ******** ** ** ********* *********** *** ****** ** ** **** *** ******** ***** *** ********* ***** ******** ** ********* ** *** **********  ** ** ****** *** ****** ** ******* *** ***** ** * ******** **** **** *********** ******* *** ***** *** ***** ******* ** **** ***** ***************** ********** * ******* *** ********* ** ** ******* ***** ***** *** ********* ** ********* ********* **** ** ************ ******** ********** ** ***** ************** *** ******** ************ **** *** ******* ** ********* **** ******** ** ********** *** *********** * ** ******** ** * ****** *********** ****** ** *** ******* ********* *** ** ********* *** ******** ** ***** *** **** ********** ******* **** **** ************ ********** ***** ********* ***** ******** ***** ****** ******* **** *** ****** *********** ****** *** ******* *** ******* *** *** ******* *** ** **** ** *** ******* * ********* *** **** ********** **** **** ** *********** **** ***** ********* ******** **** ********** ** ***** ** ******** ********** *** *********** * ** *** ********** **** ********* ***** ***** *** ***** *** ********* ** ********* ******** *** ** ***** ****** ** ********* ********* ********** * ** ********** *** ********* ******** * * ****** *** ******** ************* **** *** ******* ********* * ******** ****** ** *** ** **** *** ********* *** ******** *** *** *** ********** ******** ****** * ************** **** ****** *** ***** ******* ** ******* ** *********** *** *** ** **** ****** * * ********* ** ** ******* ******* ***** ***** ** *** ****** ** ******** *** *** ********* ****** *** ********* ********** * ************ **** *** ****** ******** ****** ** ********** * **** ******** *** ********** ******** **** ******* ***** *** *** **** **** *** ************** ********** ***** *****

  
  

  

  Business Response

  Date: 04/07/2025

  Pertaining to ***** ***** federal student loan account, we reviewed their concerns and provide the attached response We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
  your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of
  Education (ED), we service your federal student loans. We take your concerns seriously and
  appreciate the opportunity to respond.
  As we understand it, you are still concerned about the breach of your financial information.
  The enclosed letter dated March 28, 2025, advises, Nelnet was not engaged in any activities that
  would expose data through unauthorized or unlawful means. We are contractually obligated to
  comply with federal government and ED records retention laws and standards, including the Privacy
  Act of 1974.
  If you have specific questions or concerns about your account data, StudentAid.gov provides
  general information, including details about aid, enrollment history, and other assistance. If you have
  detailed questions about your account, please contact us using the information below.
  ** *** **** *** ***** ********** *** *** **** ** ** ************ **** * **** ** ** **** ********* ******* * **** ** * **** ******* ******* ******* *** ** **** ** * **** ********* *** *** **** **** ** * ****** ***** ******* **** ********************* ********

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had not been properly informed that the student loans I have been deferring and in good standing for 18 years have been half sold to Sloan. They had been with Nelnet and always in good standing. I have loans but no degree, due to having. To drop out of school to care for my son for the last 11 years; who has a life threatening seizure disorder. He’s suffered over 50,000 seizures. I have not had taxable income in over 10 years, so the loans have been indeferrmwnt and always good standing. SLOAN SERVICES never called or sent me mail identifying I had loans due. I had just received an email from Belnet saying I owe $0 as always. Sloan then reports 8 or more times lates on the same day and the corresponding month taking my credit score down over 200 points. I use credit to pay for life saving medical care for my son. Since this incident I can no longer apply for credit. My score was over 780 and qnd went down to around 550 because of this matter. I contacted ***** *** Nelnet and they advised they didn’t properly inform me. Once I knew I paid the $880 late which I couldn’t even afford at the time and was still reported late again. A Nelnet and Sloan CSR stated they will request these negatives to be removed. It still have yet to be removed. The latest have been paid, months later a deferment is processed and I don’t know but there is severe damage to my credit. It costs thousands out of pocket for treatments for my son to keep him alive. I cannot secure credit since these postings. I wish them to be removed. They aren’t accurately being reported, my deferment was processed months late and I was never contacted timely to even know my loans were due. I don’t know why when someone has had these in good standing for over 18 years, it’s ok to destroy their credit. Please help to contact Sloan to get these removed. I’ve been a single parent for over 15 years with 5 children and one with severe medical needs. This has ruined my ability to get a wheelchair even for my child.

  

  Business Response

  Date: 03/28/2025

  Pertaining to L**** ****s federal student loan account, we reviewed their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau regarding your
  federal student loan account with Sloan Servicing. Your commercially held Federal Family Education
  Loans (FFEL) Program Loans with an account number that begins with D are now serviced under our
  new brand, Sloan Servicing, previously Nelnet Loan Servicing. On behalf of your lender, Nelnet
  Management Corporation-1 And Affiliates, we currently service your FFEL Stafford Loans. We take your
  concerns seriously and appreciate the opportunity to respond.
  As we understand it, you assert that your loans have always been in deferment while Nelnet serviced
  them. You are concerned that once Sloan Servicing began servicing your loans, you were not contacted
  or notified that payments were due. Additionally, you have discrepancies on your credit report that you
  would like to us to review and update your account.
  We recently responded to similar concerns you filed with the Consumer Financial Protection Bureau
  (CFPB) with our letter dated March 20, 2025. We have enclosed a copy for your review. We have
  provided a copy of the delinquency letter dated September 25, 2024, advising you of your 60-day
  delinquency. We also provided a copy of the 90 days past due letter dated October 25, 2024, which
  explains that we will report your loan as delinquent to credit reporting agencies.
  On behalf of Nelnet Management Corportation-1 and Affiliates, we furnish your account data to the
  CRA’s. Under the Fair Credit Reporting Act, we have an obligation to ensure the data we furnish to the
  CRA’s is complete and accurate.
  Based on your request and the information you provided; we carefully reviewed your concern and the
  corresponding data we furnished to CRA’s. Our investigation indicates the data accurately reflected your
  loan status at the time it was furnished.
  Due to your continued delinquency occurring on your loans, the data furnished in October 2024 and
  November 2024 reflected your past-due status. On January 8, 2025, your account wa

  Customer Answer

  Date: 04/07/2025

  I called ***** * ***** never called me after I saw marks on my credit score which 12 negatives  were added at one time, taking my score down over 200 points, they keep Attaching letters that I never received! It’s fine if they sent them out but why I keep addressing this matter is that I did NOT receive them. I live in a newly built neighborhood and mail and packages are always not delivered correctly.  After speaking to a Sloan rep in January, she stated she’ll request removal due to these miscommunications.i take my credit score seriously as I use credit to save my sons life who suffers from many daily seizures, I am asking someone to please look at The e situation. Why ruin someone’s credit who has been in good standing for so many years because they weren’t properly informed. The letters weren’t certified and I never received them . Sloan never called. I put in a deferment and paid once I was actually notified due to my credit dropping over 200 points . Please take a look at my situation . 

  praying you can have a heart 

   

  ***** *** ******* *** ***** **** ***** *****

  

  Business Response

  Date: 04/10/2025

  Regarding the federal student loan account for ***** ****** we address their follow-up concerns within the attached response. We are writing in response to the follow-up inquiry you submitted to the Better Business Bureau (BBB)
  regarding your Federal Family Education Loan (FFEL) Program Stafford Loan account with *****
  Servicing. We understand you assert that you never received correspondences from us regarding your
  loans becoming past due.
  This latest correspondence from you raises no new demands that we are required to accommodate. The
  enclosed responses dated March 20, 2025, and March 28, 2025, confirm that the data furnished about
  your FFEL Stafford Loan account to the consumer reporting agencies (CRAs) is accurate and cannot be
  adjusted.
  Within your inquiry, you cite issues receiving mail in your neighborhood. In addition to mailing letters to
  you, we also sent emails and attempted to contact you by phone when your account when past due.
  Phone calls were made to the same number listed in your BBB inquiry. Our March 20, 2025, response to
  an inquiry you submitted to the Consumer Financial Protection Bureau acknowledged that the email
  address you provided differed from what we have on file.
  You are encouraged to log in to ****************** to review and update your contact information as
  needed. Alternatively, you can reach us at the phone number or email below so we can update it for you.
  Based on the information provided, we confirm that an adjustment to the data we furnished to the CRAs
  is not warranted. Between the time your FFEL Stafford Loans first became past due in August 2024, to
  the delinquency being resolved through forbearance in January 2025, we made attempts to contact you
  through numerous means to bring your account up to date.
  ** *** **** ********** ********** *** *** **** ** ** ************ **** * **** ** * **** ********* ****** ******* ******* *** *** **** ***** *******************

  Customer Answer

  Date: 04/11/2025

  
  Complaint* ********
  
  I am rejecting this response because:
  ***** is not being honest. I never received mail at all. I spoke with a CSR back in November from

  ***** and they stated “we never attempted to contact you by phone”. A CsR in January also stated they could remove the latest. They remove them for others who just neglect to pay purposely. I wasn’t properly informed. I put in numerous forbearances and even paid the pays due balance: my credit is destroyed after 18 years of having it in good standing. Loans are being forgiven and lates removed for others, why not me? This is affecting everything in my life, including saving my son’s life. I am

  pleading with someone to have a heart. I didn’t receive the information timely. I did not know my loans were sold. 
  Sincerely,
   ***** *****

• Initial Complaint

  Date:03/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dispute letter: Family Education Rights Privacy Act (FERPA) strictly prohibits unauthorized access, modification or deletion of student records without explicit consent of the student or borrower only. NelNet's failure to properly address my dispute constitutes a blatant violation of federal law which carries significant legal consequences. I am formally escalating my issue and would like the following action immediately: 1. Comprehensive investigation into the unauthorized access of my student loan records 2. Fully documented result of the investigation 3. Written summary detailing your findings. This is a breach of privacy and demands immediate attention

  

  Business Response

  Date: 03/26/2025

  Pertaining to ****** ******** federal student loan account, we reviewed their concerns and provided the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of Education (ED), we service your federal student loans. We take your concerns seriously and appreciate the opportunity to respond.
  Your concern, as we understand it, is you believe that we are violating your consumer right to privacy pursuant to the Family Educational Rights and Privacy Act (FERPA). You are requesting to have these federal student loans deleted from your credit files.
  FERPA applies to schools that receive funds under an applicable program of ED and does not apply to loan servicers. In accordance with our agreements with ED, we furnish your account data to the consumer reporting agencies. As a data furnisher, under the Fair Credit Reporting Act, we have an obligation to ensure the data we furnish is complete and accurate. Any information we share is in accordance with the U.S. Consumer Privacy Notice, which offers you certain choices with respect to the use and sharing of your personal information. Enclosed is a copy of ED’s privacy notice, which states that for everyday business purposes – such as to process your transactions, maintain your account, respond to court orders and legal investigations, or report to credit bureaus, we do share your information, and you may not opt out of this sharing.

  Customer Answer

  Date: 03/26/2025

  NelNet is a loan servicer, which they're saying the FERPA guidelines don't apply to. However, I have not authorized them, as a loan servicer, to access any of my personal information that was provided directly to the school. So, I'd like a complete, detailed summary of exactly where they were authorized to get my information from and where I authorized them to turn my information over to any of the primary or secondary credit bureaus.  
  

  

  Business Response

  Date: 04/03/2025

  Pertaining to ****** ******* federal student loan account, we reviewed their concerns and provide the attached response.Dear *******
  We are writing in response to the inquiry you submitted to the Better Business Bureau regarding
  your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of
  Education (ED), we service your federal student loans. We take your concerns seriously and
  appreciate the opportunity to respond.
  Your concern, as we understand it, is you have not authorized Nelnet to access your personal
  information that was provided to the school and to provide information to the credit bureaus.
  We currently service your federal loan on behalf of ED. In accordance with our agreement with ED,
  we furnish your account data to the consumer reporting agencies. As a data furnisher, under the Fair
  Credit Reporting Act, we have an obligation to ensure the data we furnish is complete and accurate.
  Any information we share is in accordance with the U.S. Consumer Privacy Notice, which offers you
  certain choices with respect to the use and sharing of your personal information. Enclosed is a copy
  of ED’s privacy notice which states that for everyday business purposes, such as to process your
  transactions, maintain your account(s), respond to court orders and legal investigations, or report to
  credit bureaus, we do share your information, and you may not opt out of this sharing.

• Initial Complaint

  Date:03/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False reporting to credit bureas

  

  Business Response

  Date: 03/17/2025

  Pertaining to ******** ******** federal student loan account we reviewed their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau (BBB)
  regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of Education (ED), we service your federal student loans. We take your concerns seriously and appreciate the opportunity to respond.
  Your concern, as we understand it, is that you believe we are reporting false information to the consumer reporting agencies (CRAs). You’re asking us to correct your credit report.
  In order for us to further investigate your dispute, we require additional information. Please send us the following information:
  •
  An explanation of the information you are disputing. (E.g., late payments in March 2020.)
  •
  An explanation why you believe the data we furnished to the CRAs is inaccurate.
  •
  If you have documents to support your position, please send those to us.
  Providing relevant documentation that supports your dispute will also assist with our investigation. Please send your dispute to us with your name and Nelnet account number written on each page, log in to your Nelnet.StudentAid.gov account, and select Documents, then Upload Documents and Forms. You can also mail your documentation to the following address or email it to SubmitMyForms***********************
  

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 2*******
  
  I am rejecting this response because: Please read attached document. Nelnet has violated several acts and I am prepared to take legal action.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/01/2025

  Pertaining to ******** ******** federal student loan account, we reviewed their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau (BBB)
  regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S.
  Department of Education (ED), we service your federal student loans. We take your concerns
  seriously and appreciate the opportunity to respond.
  As we understand it, you were not made aware of your Nelnet account which is associated with your
  student loans. You state you were not informed that your loans were sold to Nelnet or that they
  would be reported as separate tradelines on your credit report. You state you did not receive notice
  of the late payments and had no opportunity to address the issue. You’re asking us to correct the
  inaccurate late payments on your credit report and proof of the notification that your loans
  transferred to Nelnet.
  We responded to your similar concerns with our letter dated March 26, 2025. We’ve enclosed a copy
  of this letter for your review. We’ve also enclosed your welcome email that we sent you on July 26,
  2022.
  As a data furnisher, Nelnet reports each loan to the consumer reporting agencies (CRAs) as a
  separate tradeline. We currently service your six Direct Stafford Loans, so we report six loans to the
  CRAs.
  ** *** **** *** ***** ********** *** *** **** ** ** ************ **** * **** ** ** **** ********* ******* * **** ** * **** ******* ******* ******* *** ** **** ** * **** ********* *** *** **** **** ** * ****** ***** ******* **** ********************* ********

• Initial Complaint

  Date:03/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 12, 2025 I was made aware of a prior balance with Nelnet. Nelnet shows a past due balance for me They did not notify me in writing or by phone of this past due balance. They apparently updated my email address some time ago with an inaccurate email They updated their page to not send bills via mail and did not notify me as they have the incorrect email address. I want this corrected on my credit report immediately. If they had sent me a bill, I would have paid it as I have always done.

  

  Business Response

  Date: 03/20/2025

  Pertaining to ****** ********** federal student loan account, we reviewed their concerns and provide the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of Education (ED), we service your federal student loans. We take your concerns seriously and appreciate the opportunity to respond. Your concern, as we understand it, is you state that you were not aware that your loans were with Nelnet until March 12, 2025, and you were not notified in writing or by phone of the past due balance. You also state that your email address was updated at some point incorrectly. You are asking us to correct your credit report. ED authorized the transfer of your federal student loans from Great Lakes Education Loan Services, Inc. (GLELSI) to Nelnet, on January 3, 2023. We have included a copy of the Welcome Letter that was sent on January 16, 2023. At the direction of ED, all federal student loans were placed in forbearance due to the COVID-19 national emergency from March 13, 2020, through August 31, 2023. When your loans returned to repayment in September 2023, they were eligible for ED’s on-ramp benefits. To help borrowers successfully return to repayment in October 2023, ED created a temporary on-ramp period through September 30, 2024. This 12-month on-ramp period protected borrowers from the worst consequences of missed, late, or partial payments, including no negative credit reporting for delinquent payments, and an automatic administrative forbearance after 90 days of delinquency to bring the account up to date. On-ramp protections ended on September 30, 2024. Our records show you received the automatic on-ramp forbearance on January 31, 2024, July 31, 2024, and October 31, 2024. We have enclosed a copy of your deferment/forbearance history for your records. Under the Fair Credit Reportin

  Customer Answer

  Date: 03/20/2025

    ********** ********
  
  I am rejecting this response because: this company never sent me a written bill, used an invalid email address for me. I was not aware of this company.  If they had simply notified me in writing by mail, I would have paid the bill and been aware, but instead they used an email address that was not mine and only sent notices via email.  They never called me, never sent me a letter via mail. I want them to remove the bad report on my credit due to their lack of professional responsibility.  Their actions are borderline fraud.  
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/31/2025

  Pertaining to ****** ********** federal student loan account, we reviewed their concerns and provided the attached response.We are writing in response to the inquiry you submitted to the Better Business Bureau regarding your federal student loan account with Nelnet. On behalf of your lender, the U.S. Department of Education (ED), we service your federal student loans. We take your concerns seriously and appreciate the opportunity to respond.
  As we understand it, you believe your payments would not have been late if we mailed the statements to your physical address instead of emailing. The payments were late because the email on file was not correct. You are asking us to remove the late payments from your credit files.
  Based on your concern and our review of your account, we verified we responded to your similar concern on March 20, 2025. As previously stated, not only did we try to reach you by email, but we also called the number on file as well. Again, it is the borrowers responsibility, per the signed promissory note, to notify ED and Nelnet of and changes in your contact information. We have enclosed our previous response for your review.
  ** *** **** *** ***** ********** *** *** **** ** ** ************ **** * **** ** * **** ********* ******* * **** ** * **** ******* *** ********** *** * **** ** * **** ******** *** ******* *** *** **** **** ** * ****** ***** ******* **** ********************* ********

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23057453
  
  I am rejecting this response because they never notified me by phone. If they can prove they notified me on my correct phone number and the email address they used has not been an email address I have used for over 20 year if I ever used it. I do not recall this email ever in use.  The previous provider that they received my loan from did NOT use that email to contact me. I was unaware of who Nelnet was, I was unaware they had my loan, they did not bill me the way the previous provider did, they did not call me, I never requested notification via email, I have always received notifications via mail.  For them to decide to take over my loan, for them to decide to notify me by email - to an incorrect email, for them to not mail me bills - as was requested on my previous account, this is not okay. I do not accept their response and will only accept their response when they acknowledge and correct my account and my credit report. This is literally the only late bill in over 7 years across my entire credit report and I can furnish proof of this.  
  
  ********** ****** ********